Senior Product Owner - SME Channels (Mashreq Digital Bank Pakistan)

Job Purpose:The Digital Product Lead holds end-to-end responsibility for the development, launch, and continuous improvement of Mashreq’s SME servicing platform. This role involves managing the full lifecycle of digital products and services — from ideation and design to delivery, optimization, and eventual phase-out — with a strong focus on enhancing the SME customer experience. Operating within Mashreq’s Digital Studio, the Product Lead works collaboratively in a cross-functional squad, bringing expertise in product strategy, digital channels, customer journeys, and process optimization. The role requires a deep understanding of SME needs and behaviors, as well as the ability to harmonize product features with business goals and regulatory requirements.Key Result Areas:Applies deep knowledge of SME banking products and services to develop and maintain a compelling, compliant, and customer-centric value proposition.Leads the development, optimization, and eventual phase-out of SME servicing processes, ensuring seamless digital experiences across onboarding, servicing, payments, and cash flow management.Manages urgent incidents and identifies high-impact improvement opportunities to enhance platform performance and customer satisfaction.Proposes and implements structural enhancements to workflows based on feedback from SME clients and frontline teams.Actively contributes to all agile sprint ceremonies (planning, refinement, retrospectives, demos) using domain expertise to guide delivery.Monitors market trends, competitor offerings, regulatory changes, and technology advancements relevant to SME banking.Evaluates build vs. buy decisions for platform components, balancing innovation, cost, and time-to-market.Initiates and leverages customer research to inform product strategy and experience design.Designs and executes strategy across product features, digital channels, pricing, and service quality — aligned with Mashreq’s brand and SME customer needs.Translates strategic goals into actionable product, process, and channel policies, considering:SME product assortment strategyIT architecture and integration capabilitiesRegulatory and compliance requirementsProcess efficiency and cost optimizationOversees implementation of strategy, monitors squad progress, and adjusts priorities as needed in the role of Product Owner.Prioritizes the product backlog based on strategic goals, customer impact, and technical feasibility, in collaboration with the Digital Studio Lead.Manages sprint planning, budget alignment, and backlog execution to ensure timely delivery of SME platform features.Balances margin, volume, and market share considerations while keeping SME customer interests at the core.Designs and continuously improves SME customer journeys using CX insights, data analytics, and UX/IT landscape mapping.Applies digital marketing and communication strategies to optimize channel performance and customer engagement.Maintains up-to-date knowledge of SME business needs, application architecture, and enabling technologies. Translates business requirements into working software through close collaboration with engineering teams.Provides product-related insights and updates to internal and external stakeholders, including regulators, partners, and industry bodies.Leads, coaches, and develops squad members, fostering a high-performance culture and enabling future-ready capabilities.Knowledge, Skills & Experience:Minimum of 5 years of experience in banking, SME-focused initiatives, or related digital product delivery, with a strong understanding of the SME segment and its unique needs. Proven experience in requirements gathering, translating business needs into user stories, and collaborating with engineering, data, or UX teams to deliver impactful solutions. Demonstrated success as a Product Owner or Product Manager in banking, fintech, or enterprise software environments. Background in engineering, technology, or UX is preferred, with the ability to bridge business and technical domains. Strong understanding of the software development lifecycle and experience working in Agile/Scrum environments. Excellent negotiation, leadership, and stakeholder management skills, with the ability to influence cross-functional teams and senior leadership. Exceptional communication and presentation skills, with confidence in engaging senior stakeholders and external partners. Highly collaborative, with a strong sense of teamwork and individual accountability. Strong analytical and quantitative skills, with the ability to interpret data and translate insights into product decisions. Strategic thinker with a tactical mindset — able to balance long-term vision with short-term execution. Brings a high-energy, passionate outlook, and inspires teams with a “can-do” attitude. Builds trust and rapport across teams, fostering a productive and inclusive work environment. Passionate about innovation, customer-centric design, and delivering value to SME clients through digital transformation.